Service Desk Specialist I or II

Service Desk Specialist I or II At FCS Financial, we’re more than a workplace—we’re OneTeam! We believe in making a meaningful difference for our customers, our communities, and each other. Our team is committed to delivering reliable technology support and ensuring employees have the tools they need to succeed. About the Role Due to a recent promotion within our Information Services Team, we are seeking a detail-oriented and customer-focused Service Desk Specialist I or II to join. In this role, you will provide day-to-day technical support to internal users, manage service desk requests, and help ensure seamless access to technology systems across the organization. This position is ideal for someone who enjoys troubleshooting issues, working directly with users, and supporting a variety of hardware, software, and system access needs in a fast-paced environment. What We Offer: Competitive Salary: $47,000 – $85,500 with outstanding incentive opportunities linked to Association performance. Growth Opportunities: Clear advancement opportunities from Service Desk Specialist to Senior Service Desk Specialist, with ongoing professional development and training. Comprehensive Benefits : A highly competitive benefits package designed to support your health, financial well-being, and work-life balance. Flexible Work Environment : Hybrid options available within FCS Financial’s Branch locations in Missouri Collaborative Culture: Work closely with Service Desk, Infrastructure, and Systems teams What You’ll Do: Technology Support Provide technical support via phone, email, and chat for computers, printers, scanners, and software applications Monitor and manage service desk tickets, prioritizing incidents and requests based on business needs Troubleshoot and resolve issues, escalating more complex problems as needed Monitor system error logs and process system-related requests Technology Installation Configure, install, and test workstations, peripheral equipment, and software Install and support printers, scanners, and perform firmware updates Support mobile device management, including setup and troubleshooting of iPhones and iPads System Access & Configuration Manage user access, including creating, updating, and terminating system and building access Ensure systems, devices, and applications are properly configured and secure Documentation & Reporting Run and review security reports for accuracy Maintain documentation, knowledge articles, job aids, and checklists Equipment & Inventory Manage equipment disposal, ensuring proper data destruction Maintain accurate inventory records for devices and equipment What You Bring: Education: Associate degree in Information Technology, Computer Science, or related field (or equivalent experience) Experience: At least 2 years of experience supporting technology or in a similar service desk role Technical Skills & Strengths Working knowledge of troubleshooting techniques for hardware and software issues Experience with Active Directory and Entra ID Familiarity with Microsoft 365 applications and tools Ability to install, configure, and support desktops, printers, and mobile devices Strong customer service, communication, and problem-solving skills Ability to manage time and prioritize tasks effectively Commitment to maintaining confidentiality, security, and data integrity This position is open until filled. Candidates must reside in Missouri to be considered for this position. Preferred office location is Jefferson City, MO. All other Missouri FCS Financial Branch Locations will be considered. The Service Desk Specialist I position is classified as Non-Exempt under the Fair Labor Standards Act. The Service Desk Specialist II position is classified as Exempt under the Fair Labor Standards Act. Hybrid work environment and flexible work schedule will be considered based off the candidates' qualifications and needs. Department : Information Systems Reports To : Team Leader, Technical Operations Supervises: None Job Functions* Percentage Job Functions 40% Technology Support Provides support to internal customers via phone, email, or chat regarding issues with company provided computers, printers, scanners, software applications and related items. Monitors the service desk ticket management system for incidents and requests and processes based on priority and technical needs Clarifies and resolves issues, escalating issues to other team members as necessary Monitor’s application system error logs and processes document move and delete request 30% Technology Installation Configures, installs and tests new workstations, peripheral equipment and software Printer and scanner configuration, installation, firmware updates and support Mobile Device Management: Configures, installs and troubleshoots iPads and iPhones 15% System Access and Configuration Creates, updates and terminates employee access to systems and buildings Ensures workstations, peripherals, mobile devices and operating system/application software are properly configured 10% Documentation and Business Reporting Runs monthly security report(s) and reviews for accuracy Creates, updates and maintains IS and end-user job aids, knowledge articles and checklist 5% Equipment Disposal Ensures appropriate computer is received for disposal Destroys information on the hard drive and confirms destruction of data Keeps inventory list updated with transfers and disposals n/a Other duties as assigned to meet the needs of the organization. * Essential Functions for this position consist of all items listed under any category that make up 5% or more of the job duties. This job description is subject to change without notice. Minimum Qualifications Associate’s degree in Information Services/Technology, Computer Science, or equivalent degree and two (2) years of experience. 2 years of experience supporting technology Or an equivalent combination of education and experience sufficient to perform the essential functions of the job Required Knowledge and Skills Working knowledge of processes and tactics used to troubleshoot issues related to technology Working knowledge of Microsoft Active Directory and Entra ID Basic skills in troubleshooting, installing, configuring and repairing hardware and software Skills with Microsoft Office 365 products to increase efficiency and/or effectiveness Working knowledge to set up and troubleshoot printers and scanners Windows Desktop Operating Systems (Windows 11) Skill in listening and conveying awareness of a customer's problem or issue to find resolution Skill in utilizing time in an efficient and effective manner Oral and written communication skills; sufficient to exchange information effectively with peers, customers and supervisor Responsible to appropriately protect the confidentiality, security, and integrity of the Association’s systems and data and clients’ data We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address. For more information about our commitment to equal employment opportunity, please click here .